Desktop Support Engineer

Job Summary

We seek a motivated and detail-oriented Desktop Support Engineer (L1) to join our IT team. As a Level 1 support professional, you will be the first point of contact for end-users, providing prompt and efficient technical support for hardware, software, and network-related issues. Your role will be critical in ensuring smooth day-to-day IT operations across the organization.

Role & responsibilities

• End-User Support:
  
• Respond to and resolve user requests via phone, email, or ticketing system within defined SLAs.
• Troubleshoot and resolve hardware, software, and peripheral issues (e.g., desktops, laptops, printers, scanners).
• Hardware Management:
  
• Install, configure, and maintain desktop hardware, peripherals, and operating systems.
• Perform basic hardware diagnostics and coordinate with vendors for repairs or replacements.
• Software Support:
  
• Install and configure software applications and updates.
• Troubleshoot common software issues and provide user training as needed.
• Network Support:
  
• Assist in diagnosing and resolving basic network connectivity issues (LAN, Wi-Fi).
• Support VPN and remote access configurations.
• Documentation:
  
• Maintain accurate records of support requests, resolutions, and asset inventory.
• Create and update user guides and knowledge base articles.
• Collaboration:
  
• Escalate complex issues to higher-level support or other IT teams as necessary.
• Assist with onboarding and offboarding processes, including setting up user accounts and devices.

Required Skills and Qualifications

• Education: Diploma or Bachelors degree in IT, Computer Science, or a related field (or equivalent experience).
• Technical Skills:
• Basic understanding of Windows and macOS operating systems.
• Familiarity with Office 365, Active Directory, and ticketing systems.
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP).
• Soft Skills:
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work independently and manage time effectively.